Sr. Contact Center Engineer

Senior Contact Center Engineer

As part of a team that takes responsibility for the company's voice needs, you will play an integral part in advancing their customer contact technologies. Working closely with the business teams that are responsible for our call and sales centers globally you will help define the technology and direction to help support our extensive customer base. With over 4,000 agents globally we run some very traditional call centers, but the bulk of our users are sales-focused supporting millions of dollars a day in direct revenue. We have a diverse global team supporting this environment and we require a hands-on resource that can work unassisted. We are seeking a creative engineer who can get into the details and provide technical leadership to the team.

Responsibilities & Expectations

• Cisco Unified Contact Center Enterprise (CCE) engineer requiring highly skilled engineer to design, deploy, configure, and troubleshoot for maximum performance and minimal downtime of company UCCE solution. The Cisco Unified Contact Center Enterprise Certification is plus. The expectation is that the Senior Contact Center Engineer possesses hands-on knowledge of the entire Cisco UCCE system and drive service and process improvements, be diligent about Incident/Problem, Change/Release, Security, Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring, culmination of which resulting in highly available and resilient systems and services.

• Working knowledge on UCCE Advanced scripting to build intermediate to advanced scripts with CUIC reporting

• Maintain and troubleshoot hardware and software supporting the entire UCCE platform.

• Address Reporting, Monitoring, and Alarm threshold requirements.

• Manage incidents and work orders within established service level agreements.

• Perform administration, configuration, and monitoring of all UCCE equipment and its adjuncts.

• Create and maintain support documentation as required.

• Participate in the planning and implementation CUCM and UCCE upgrades, patches, and enhancements.

• Function as a technical expert in the Contact Center platforms, clearly communicating the capabilities and limitations of the system.

• Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.

• Identify opportunities and drive service improvements.

• Ensure asset management and asset inventory are kept up to date.

• Ensure preventative maintenance is completed to schedule.

• Develop, test, and implement Contact Center applications and technology through projects and initiatives.

• Identify applications and systems that require updates and propose and plan the implementation from idea to delivery.

• Work closely with the business leaders in matching the technology to the changing demands of the business, proposing improvements that leverage the power of the Cisco Contact Center platform.

• Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams, leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together.